CUSTOMER SEVICE ENGAGEMENT AT NICOLE SINCLAIR CONSULTING | CUSTOMER SERVICE ENGAGEMENT JOBS IN LAGOS

About Company:

Nicole Sinclair Consulting is a dynamic Human Resources Consulting firm. We are positioned to help nurture your business, its people and maximize vision.

Job Description:

We are seeking a highly organized and process-driven Customer Service & Operations Specialist to join a leading brand in the health and fitness industry. This is a dual-impact role designed for a professional who can master the art of premium customer service while architecting the "behind-the-scenes" operational workflows that keep a studio running flawlessly.

You will be the primary custodian of the member experience, ensuring that every touchpoint—from the initial inquiry to the physical readiness of the studio—meets our elite standards. If you are a tech-savvy problem solver who thrives in fast-paced environments and has a "take ownership" mindset, we want you to drive our operational excellence.

Requirements:

1. Member Experience & Relationship Management

• Primary Concierge: Serve as the first point of contact for all inquiries and complaints, transforming potential friction into high-satisfaction outcomes.

• Retention Strategy: Develop and implement engagement initiatives aimed at increasing member retention and community loyalty.

• Problem Resolution: Address service issues with speed and professional grace, maintaining a focus on long-term customer satisfaction.

2. Operational Excellence & Facility Governance

• Workflow Optimization: Audit daily administrative activities to identify bottlenecks and implement smarter, leaner processes.

• Studio Optimization: Ensure facility rooms and equipment are fully prepared, organized, and optimized for daily classes and sessions.

• Resource Management: Monitor and replenish inventory for office and operational supplies, ensuring zero downtime in studio services.

3. Event Coordination & Performance Reporting

• Project & Event Management: Lead the logistics for internal and external events, managing vendor relations, budgets, and post-event impact reports.

• Data-Driven Insights: Prepare comprehensive performance summaries and engagement metrics to support leadership with resource planning.

• CRM Stewardship: Maintain accurate documentation and operational records within our CRM system to ensure data integrity.

Qualifications and Skills:

Professional Profile

• Education: Bachelor’s degree in Business Administration, Operations Management, or a related field.

• Experience: 4–5 years of core experience in customer service with significant exposure to operations or administration.

• Technical Stack: Proficient in CRM systems, digital reporting tools, and project management software.

• Domain Expertise: Proven track record in event coordination and vendor management.

Core Competencies

• Organization: Exceptional attention to detail with the ability to manage complex, multi-layered logistics.

• Interpersonal Skills: Strong problem-solving abilities and the confidence to lead cross-functional collaborations.

• Agility: The ability to work independently and pivot quickly in a fast-paced, high-pressure environment.

Salary

Application Closing Date: Not specified

Application Instructions:

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